Returns
Not totally in Love with your order? We have made things super simple with an easy to use returns portal.
(Alternatively, if you do have an account with us this can be actioned via logging into your account)
Purchases excluding final sale can be returned. Styles returned are subject to rejection if they do not satisfy the following requirements:
- The item is unworn and in original condition
- The item has absolutely no marks or stains (including makeup and spray tan)
- The item has hygiene stickers still in place (for all swimwear items)
- The item does not have any odor (including deodorant, perfume, body odor or washing powder)
- Earrings or headwear cannot be returned (for hygiene reasons)
- A receipt and proof of purchase is available
MERMAIDS reserves the right to reject returns beyond the return period limit, or items which are not in the original condition in which they were received. If this is the case, the package will be simply returned back to the customer and any shipping costs involved will not be covered by MERMAIDS.
UK ORDERS – must be received back to us at the warehouse within 14 days of receipt for a refund.
ORDERS OUTSIDE OF THE UK – must be received back to us at the warehouse within 28 days of receipt for a refund..
Refunds are processed within 7-10 working days back to the original payment method once the return has been received by our warehouse.
Return Shipping is at the cost of the customer and is non-refundable. We recommend returning items through a trackable method as Mermaids cannot issue a refund on items that are not received or lost in transit in return to us. (please request proof of postage at the time of posting returned items).
Please note, that any duties paid are based on your local government requirements and are not eligible for refund.
UK ORDERS – must be received back to us at the warehouse within 28 days of receipt for a refund.
ORDERS OUTSIDE OF THE UK – must be received back to us at the warehouse within 40 days of receipt for a refund..
Store Credits are processed within 7-10 working days once the return has been received by our warehouse.
Store credits will be emailed to the email address attached to the order and valid for 12 months.
Please note, that any duties paid are based on your local government requirements and are not eligible for refund.
Final Sale styles are last chance styles and will not be restocked. All products are marked to clear and not eligible for a return unless confirmed faulty by our team.
Any unauthorised Final Sale items which are posted back to MERMAIDS will be refused upon delivery and returned to the sender.
We work hard to ensure every piece from our collections arrives to you in perfect condition.
However, in the unlikely case of an item being delivered as faulty, we request that we are notfied via lodging a return within 7 days of delivery and we will be happy to provide you with a full refund.
We are able to do this on the proviso that when lodging your return you select ‘Faulty’, a description of the fault, and upload an image.
This will then be assessed by our customer service team and a free returns label will be provided.
If the fault is noticed after wearing the item, please include this information when describing the fault in the portal.
Faulty Refunds will be processed within 7-10 working days back to the original payment method once the return has been received by our warehouse.
Please track your return using the tracking number on the receipt given to you via the carrier you have used to return your order.
Once we receive your return, we take up to 7-10 working days to process your refund. If your order was delivered to us more than 10 working days ago and you’ve not heard anything please get in touch below with the following info:
- Order number
- Full Name
- Email Address
- Return tracking confirmation
- Items returned
Please note that refunds may take a further 1-10 working days to show in your account, dependent on your bank or payment provider’s processing times.
We’re really sorry if we have made a mistake with your refund.
Please email us at [email protected] with your order details so we can have this looked into for you.
